Refund policy

Refund & Returns Policy

Last updated: 5 September 2026

We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be:

Unworn and unused
In its original condition
Free from any signs of wear, washing, makeup, deodorant or damage
Have all original tags attached
Returned in its original packaging where applicable

You will also need your order number or other proof of purchase.

How to start a return

To request a return, please contact us at ella@valauraactive.com with your order number and the item(s) you wish to return.

Please do not send anything back before your return has been approved and you have received instructions from us.

Approved returns should be sent to:

Valaura Active
Unit 170254, Courier Point
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FH
United Kingdom

Return postage is the customer's responsibility for unwanted items or items being returned because you have changed your mind.

We recommend using a tracked postal service and keeping your proof of postage, as Valaura Active cannot be responsible for returns that are lost in transit.

Damages, Faults & Incorrect Items

Please inspect your order as soon as you receive it.

If your item is faulty, damaged or you have received the wrong item, please contact us at ella@valauraactive.com as soon as possible.

Please include your order number, a detailed description of the issue and clear photographs showing the fault or damage.

We will assess the issue and, where appropriate, arrange a suitable remedy in accordance with your statutory consumer rights.

Please do not return a faulty or incorrect item without contacting us first.

Non-Returnable Items

For hygiene reasons, underwear cannot be returned unless the item is faulty or you have another legal right to return it.

We also reserve the right to refuse returns where an item does not meet our return conditions, including where it has been worn, washed, damaged or has signs of use.

Sale Items & Promotional Purchases

Sale items can be returned, provided they meet the requirements of this Returns Policy and any applicable statutory rights.

If a returned item was purchased at a discounted or promotional price, any refund will be based on the actual amount paid for that item, not its original full-price value.

Promotional & Bundle Offers

Some promotions, bundles and offers may have specific return conditions, which will be clearly stated at the time of purchase.

Where an offer includes a free item, the promotional terms will apply if you return items from that order.

Where an item was provided free of charge as part of a promotion, no monetary refund will be issued for that free item.

Nothing in this section affects your statutory consumer rights.

Exchanges

We currently do not offer exchanges.

If you would like a different size or product, you will need to return your original item (where eligible) and place a new order separately.

Please note that the availability of your preferred replacement item cannot be guaranteed.

Your Statutory Cancellation Rights

In addition to our 30-day returns policy, customers purchasing online may have statutory cancellation rights under UK and EU consumer law.

For most online purchases, UK customers have the right to cancel their order within 14 days of receiving the goods, without needing to provide a reason. You then have a further 14 days to return the goods.

If you exercise your statutory cancellation rights, we will process your refund in accordance with applicable law.

For EU customers, a 14-day cooling-off period generally applies to online purchases, subject to applicable exceptions.

These statutory rights are separate from and are not reduced by our 30-day returns policy.

Refunds

Once we receive your return, we will inspect the item to confirm that it meets our return requirements.

If your return is approved, your refund will be issued to your original payment method.

We aim to process approved refunds as quickly as possible. Once processed, your bank or payment provider may take additional time to make the funds available to you.

For returns made under statutory cancellation rights, refunds will be processed within the timeframe required by applicable law.

If you believe you are due a refund and have not received it, please contact us at:

ella@valauraactive.com

Return Costs

For unwanted items, change-of-mind returns or returns made under our additional 30-day returns policy, the customer is responsible for return postage costs.

If an item is faulty, damaged, incorrect or otherwise requires a remedy under your statutory consumer rights, please contact us before returning it so that we can advise you on the appropriate process.

International Returns

Customers outside the UK are responsible for the cost of returning unwanted items to us.

Any customs duties, import taxes, VAT, handling fees or other charges associated with returning an international order are the responsibility of the customer.

Please see our Shipping Policy for further information regarding international orders, customs and import charges.